Quality Customer Satisfaction Manager

hace 1 semana

Santiago, Metropolitana, Chile FLSmidth A tiempo completo

Quality Customer Satisfaction Manager - Mining

Quality Customer Satisfaction Manager - Mining

Apply locations Santiago (MIN), Bucharest (MIN), Lima (MIN), Arequipa (MIN)

Time type: Full time

Posted on: Posted 4 Days Ago

Time left to apply: End Date: April 6, 2025 (18 days left to apply)

Job requisition id: R26736

  • You will have direct exposure to a very prominent global mining client base.

  • If you have a commercial, marketing, technical mining background at a Senior level role or any of the above not excluding mining experience, then apply today

Drive Excellence in a Global Industry Leader : As the Quality Customer Satisfaction Manager in Mining at FLSmidth, you will play a pivotal role in shaping the future of mining solutions for a global leader. You'll be instrumental in delivering the highest quality customer experience while working with cutting-edge technology and services that set industry standards worldwide.

Direct Impact on Client Success and Operations : This role offers the opportunity to make a tangible impact on customer satisfaction by ensuring the seamless integration and performance of FLSmidth's mining solutions. Your efforts will directly enhance the efficiency and productivity of client operations, fostering long-term relationships and positioning FLSmidth as a trusted partner in the mining sector.

Innovative and Collaborative Work Environment : At FLSmidth, you'll work alongside passionate professionals in a collaborative, forward-thinking environment. Your role will span multiple departments, allowing you to gain cross-functional expertise while actively contributing to the company's innovation and sustainability efforts in the mining industry.

Job Summary:

The Quality Customer Satisfaction Manager (Mining) is responsible for overseeing and enhancing the quality and customer satisfaction processes across the Top 5 Mining Groups. This role ensures compliance with quality standards, drives continuous improvement, and fosters strong collaboration between regional QCS teams, corporate stakeholders, and senior management.

Objective of the position:

  • This position reports directly to the Head Customer Satisfaction.

  • Ensure a quick and effective response to quality complaints, maintaining a close relationship with the needs derived from improvement opportunities communicated by customers.

Key Responsibilities:

Complaint Management & Process Compliance:

  • Support Regional QCS teams in entering Non-Conformance Reports (NCRs) into Intelex, providing necessary training.

  • Ensure full activation and compliance with the Complaint Care Process (CCF) from NCR registration to resolution.

  • Verify the effectiveness of corrective actions to prevent issue recurrence in top 5 Mining Groups' operations.

Monitoring & Reporting:

  • Analyse monthly QCS regional reports and escalate issues related to non-compliance with deadlines and actions.

  • Generate early alerts to address process inefficiencies and deviations.

  • Consolidate NCR data from Top 5 Mining Groups to develop trend reports, impact assessments, and corrective recommendations.

  • Track and report Customer Experience Program (CXP) evaluations for top 5 Mining Groups.

  • Maintain and update KPIs to measure customer satisfaction and quality performance.

Communication & Collaboration:

  • Maintain regular communication with global/corporate assurance and performance teams, as well as mining group representatives.

  • Provide senior management with updates on customer complaints and corrective action progress.

  • Act as a liaison between regional QCS teams, internal stakeholders, and Top 5 Mining Clients to ensure alignment and process improvement.

  • Ensure that lessons learned from NCRs are shared across all mining sites to drive continuous improvement.

Qualifications and Experience:

  • Bachelor's degree in engineering, mechanical, industrial, commercial and/or related field.

  • Extensive experience in mining plant processes, equipment, and customer service.

  • Minimum 10 years' experience working in the mining industry.

  • Must have an analytical background to analyse large-scale quality data to identify trends and improvement areas.

  • A background in commercial, marketing and or sales roles within the mining industry highly desirable.

  • Must have knowledge and or background in planning, reliability and RCA analysis methodologies platforms CRM.

  • English advanced level spoken and written.

  • Desirable to have an MBA and/or Six Sigma certified.

As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all backgrounds and perspectives to apply - the more diverse our employees are, the stronger our team is. In our commitment to equal opportunity and eliminating bias, we kindly request that you exclude personal information such as age, ethnicity, marital status, number of children, and photographs from your application materials.

FLSmidth is the leading supplier of engineering, equipment and service solutions to customers in the mining and cement industries – for more information please visit FLSmidth.com/careers

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